Archives

Attaining consumer loyalty with CX excellence

We have entered a new era of consumer/brand relationships where attaining consumer loyalty is a challenge. The modern customer not only shops differently, interacts with brands in new ways, and makes purchases via novel channels, but also demands more for...

The Role of APM in Keeping Apps Active

Do you know what is the role of APM in keeping apps active? Applications are the lifeblood of any business. However, they’re only as good as their ability to keep running and effectively serve end-users and the business. Downtime, application...

Customer engagement is the key to success for on-demand food services

This is the season to eat healthy and stay active, burning off the treats consumed over the holidays and numerous lockdowns. It is the time when we need to recognize customer engagement is the key to success for on-demand food...

It’s not just what they say, it’s what they do – look out for the feedback in your customers’ actions

Interpreting the non-verbal feedback your clients are sending your way is just as valuable as reviewing the written complaints and reviews they leave. If you are alert to changes in revenue trends, influxes of calls relating to anything new or...

My CCXP Journey

Customer Experience is an exciting and disruptive profession that is bashing down the very same barriers that the corporate world has self-embedded into its fabric for decades. Demolishing siloes, creating a customer-centric culture, and managing that transformation from old to...

The 4 barriers blocking the perfect customer experience journey

Process professionals — the people charged with mapping, scrutinising, and improving the thousands of processes required to run an enterprise — are the unsung heroes of digital transformation.According to McKinsey, 70% of digital transformation projects fail, resulting in $900bn of wasted investment. Is...

EZDubai – A story of successful innovation by Dubai South

The United Arab Emirates celebrates its golden jubilee in 2021. In five decades, it has gone from being an undeveloped desert country to reaching the red planet. No country in the world has seen a similar upward growth trajectory.As per...

How to keep your customer experience resolutions this year

So, it’s March – how are those 2021 CX resolutions going?Last year changed everything, and we all benefited from a new year to start afresh. But while we might want to scratch the last year from our thoughts entirely, there...

The impact of internal communication on business success

Effective communication is fundamental to all successful businesses. Clear, consistent information is vital in maintaining the engagement of employees in their work and customers in the company brand. Many businesses – mistakenly – view the challenge of internal communications as a...

Customer acquisition strategy: deliver top-notch gifting experience

The pandemic has forced many shoppers online, forcing changes to customer acquisition strategy planning. With lockdowns and social distancing likely to be part of our ongoing management strategy for Covid-19, the time is now to consider what delightful gifting experiences...